Question

Which of the following steps are included in the crm process? (check all that apply.) multiple select question.

O focus customer needs on reliability.
O gather specific customer information.
O understand how customers interact with the firm.
O utilize analysis to build customer relationships.
O store and analyze information.
O focus only on price.
O identify current customers.

Answer 1

The steps included in the CRM process are gathering specific customer information, understanding how customers interact with the firm, utilizing analysis to build customer relationships, storing and analyzing information, and identifying current customers.

Step-by-step explanation:

The steps that are included in the CRM process are:

1. Gather specific customer information: This step involves gathering detailed information about customers, such as their demographics, preferences, and purchase history.
2. Understand how customers interact with the firm: This step focuses on understanding how customers engage with the company, whether it's through online channels, in-store interactions, or customer service interactions.
3. Utilize analysis to build customer relationships: Analysis of customer data helps businesses identify patterns and trends, allowing them to build stronger relationships and personalize their marketing efforts.
4. Store and analyze information: To effectively manage customer relationships, businesses need to store and analyze customer data, which can be done through CRM systems or databases.
5. Identify current customers: This step involves identifying the existing customer base and categorizing them based on various criteria.

Focusing on customer needs, storing and analyzing information, and identifying current customers are key steps in the CRM process.